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Job Title: Sr. Product Support Engineer - REMOTE
Company Name: Thermo Fisher Scientific
Location: Dover, DE
Position Type: Full Time
Post Date: 05/20/2022
Expire Date: 07/10/2022
Job Categories: Biotechnology and Pharmaceutical, Computers, Software, Customer Service and Call Center, Engineering, Information Technology, Manufacturing and Production, Purchasing, Executive Management, Research & Development, Environmental
Job Description
Sr. Product Support Engineer - REMOTE

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.

Location: Remote USA

Essential Duties and Responsibilities

  • Provide system-level technical and application-specific product support for UV-Vis Spectroscopy products with an emphasis on supporting our global field service team, commercial team, and dealers.

  • Identify gaps in the current technical support systems and develop and implement customer-centric solutions for current and future products.

  • Plan, build and deliver training for field service engineers and dealers on current and legacy products including crafting eLearning videos and tutorials to be uploaded on Thermo Fisher University.

  • Build and update service manuals and factory communications.

  • Actively participate in the development of new products to provide Design for Serviceability guidance, service plans, training plans, and replacement parts (LRU) lists.

  • Communicate and engage with all levels and job functions within the organization.

  • Build and maintain a product support database to ensure a world-class customer experience (CAS – Customer Advocate Score 70).

  • Drive Root Cause and Counter Measures for poor technical support Customer Advocate Score (CAS – detractors).

  • Identify and report quality issues with existing products and software to the manufacturing and quality leadership teams as needed.

  • Other miscellaneous duties as assigned.

Decision Making Authority

  • Decide when warranty replacement of systems in the field is appropriate and recommend to upper management.

  • Recommend capital purchases as needed to assist with training and crafting training material.

Specific Scope Data

  • Provide support to the field service engineers, dealers, and R&D teams.

Minimum Education and Experience Requirements

  • Bachelor’s degree in Engineering or similar; experience may be considered in lieu of a degree.

  • 5 years of Experience providing technical support to end-users of analytical instrumentation is desirable.

Knowledge, Skills, and Abilities vital to performing essential functions

  • Provide support to the field service engineers, dealers, and R&D teams.

  • Ability to coordinate, prioritize, and convey key information, whether in a classroom training environment or in an international email, is critical,.

  • Excellent oral and written communications skills including listening skills.

  • Validated understanding of optical and electro-mechanical systems and ability to use scientific principles and methods to understand, test, and resolve technical problems.

  • Confirmed leadership skills.

  • Self-motivated; bias for action.

  • Ability to work independently and as part of the Tech Support Team and/or R&D team.

  • Proficient in Microsoft Word, Excel, and PowerPoint

  • Ability to travel when necessary (

  • Strong analytical and problem-solving skills.

  • Excellent social skills in handling internal and external customers.

  • Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement

  • Demonstrate Role Model Leader Characteristics:

  • Embody the 4-I values

  • Delight customers

  • Communicate openly and honestly

  • Focus on growth

  • Champion employee development

    Requires proof of Covid-19 vaccination.

Physical/Environmental requirements.

(1) Physical Activities: repetitive motions, grasping, hearing, talking, pulling, pushing.

(2) Level of Physical Requirements: sedentary work, some lifting of instruments.

(3) Level of Visual Acuity: clerical, professional or administrative.

(4) Environmental Conditions: not meaningfully exposed to adverse environmental conditions.

Interaction with Other Employees (level of contact, purpose, and frequency): The position requires constant interaction via email and phone with field service engineers, channel managers, and dealers. This person will also be encouraged to regularly interact in person with local engineering, applications, and manufacturing groups whether supporting existing products or actively participating in New Product Development.

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Contact Information
Company Name: Thermo Fisher Scientific
Company Description:

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